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Six of the best! Congratulations to Nissan's latest Dealer and Dealership Ambassadors.
Nissan has revealed the names of its Dealer and Dealership Ambassadors for Q2 of the current financial year. The incentive scheme places the focus squarely on the delivery of first-class customer service.
All six winners were lauded for going above and beyond the call of duty to care for their customers and should be very proud of their achievements.
Our first Dealership Ambassador of the Quarter is West Way Nissan Altrincham, described as ‘authentic, process-driven and very customer-centric’. Customer quality scores are consistently in the top 25 per cent nationally and never a concern. Every member of the team is aware of the customer journey and the individual impact of their role on every customer’s experience.
The utilisation of process is best in class at Altrincham, with the consistent delivery of an excellent customer experience the number-one priority.
Feedback from clients is communicated to the team, which has a motivational effect and confirms that their hard work is appreciated.
Colleagues are dedicated and determined to be the best and this ‘Dealership Ambassador of the Quarter’ Award is a very well deserved acknowledgment of their efforts. Well done to everyone concerned!
Our second winner has triumphed not only because of its achievements during the past three months, but because of its consistently high levels of performance over many years. Its QVOC-A score is always in the upper quartile (old and new platform); hot alerts are almost non-existent and F1 performs well.
Despite not being the largest main dealer, Wylam Garage’s survey response rate is usually around 40 per cent (the national average is around 20 per cent).
The number of returned surveys is also higher than many larger dealers, which is down to consistency in weekly processes.
When it comes to aftersales, Wylam Garage is a top performer and always engaged with the relevant programmes and initiatives. To sum up, Wylam Garage is described as ‘‘a high-performing, low- maintenance dealer so a very worthy winner’’.
Macklin Motors Nissan Glasgow South
The team at Macklin Motors Nissan Glasgow South have shown an incredible level of improvement this quarter across most aftersales KPIs. With a lot of hard work, dedication and robust process management, they have taken their R3M score to the upper middle quartile for both the overall star score and F1 Fix Right First Time.
Having had several staffing changes in recent months, the focus on training has been significant, with technicians and advisors progressing quickly through the curriculum, broadening their overall skill-sets and Nissan-specific knowledge. The dealership’s retail performance is commendable with excellent EVHC processes and strong conversion levels month-on-month.
Elsewhere, their scorecard performance has improved by 83 positions since the end of FY22, and looks set to continue this trend. This excellent progress is deserving of recognition, and Macklin Motors Nissan Glasgow South is a worthy winner of a Q2 Dealership Ambassador Award.
When a customer left her driving licence and passport in a part-exchange vehicle she had traded in, Josh Gibbs, of Wessex Garages Nissan Cardiff, sprang into action.
Josh made a four-hour round trip to the customer’s house in Cheltenham to reunite her with the crucial documents – and she was then able to go on holiday to France the following morning.
Josh had already made the trip from Cardiff to Gloucestershire once that day – he had delivered a new Juke to the customer and returned to South Wales with her old one. It was then that the customer realised she had left the vital paperwork in the car Josh had taken back to South Wales!
Josh has since won praise for handling the situation superbly – and after many hours on the road, he finally arrived home at around midnight.
The customer has since written to Josh praising him for his help and patience, adding: ‘‘This is the third car we have bought from you and we look forward to doing business with you again in future.
‘‘Thank you for all your assistance and the personalised service we received.’’
A consistently high level of performance has earned service manager Martin Levy a mention in the Q2 Ambassadors roll call.
Martin won praise for consistently delivering excellent customer service by building rapport and taking a genuine interest in each individual he looks after.
He asks plenty of questions to understand each customer’s needs and always does his best to meet them. His name is a regular feature in the dealership’s customer feedback surveys and always for positive reasons.
Martin remains calm and treats every customer with the same high level of courtesy and respect, no matter how challenging his day is. Here are a few comments made by customers recently:
“Martin was excellent. He made me feel comfortable with my coffee and even went to get my vehicle once it was ready – I couldn’t have asked for a better experience.”
‘‘Great service – thank you. I really appreciated the service and work carried out.’’
Rebecca Wildman, from Bristol Street Motors Nissan Bradford, has delivered more than 40 retail and Motability cars in the period from July to September and has taken 25 more undelivered orders in the same period.
Her customer satisfaction scores are always impressive and the verbatim written by her customers supports the high scores. She is ultra-organised, never has any issues with customers or handovers, and always makes use of the ‘reveal’ with the red car cover in the showroom to make handovers extra special.
Rebecca is helpful and supportive towards all colleagues and has recently won ‘Employee of the Year 2022-2023’ – a Vertu accolade she was nominated for by her colleagues.
Recently, there was a three-month period without a sales manager. Rebecca took it upon herself to learn how to use key Nissan systems to help support the team. She is an absolute credit to herself and a vital member of the team at Bristol Street Motors Nissan Bradford. Well done Rebecca!
The Dealer Ambassador Awards are open to everyone employed in Nissan’s UK retail network and recognise the lengths staff members go to in order to make the lives of their colleagues and customers that little bit easier.
As well as receiving official recognition, each winner will be awarded N-GAGE points. The awards continue throughout throughout 2024 with a revised points allocation. Please see the N-GAGE page for more information.
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